We believe that everyone deserves the chance to lead a fulfilling life, no matter the lemons life throws at us.
Client Handbook
Welcome to Make Lemonade Psychology. This handbook gives you the key information you need when attending our clinic.
1. Practice Information
Address: 130 Johnston Street, Fitzroy VIC 3065
Phone: 03 9122 5254
Fax: 03 9125 5850
Email: hello@makelemonade.com.au
Website: makelemonade.com.au
Opening Hours:
- Monday to Friday, 8am till 8pm
- Saturdays, 10am till 4pm (open fortnightly with selected clinicians)
2. Our Philosophy
We believe in acceptance, compassion, empowerment, and innovation. Our space is welcoming, non-judgemental, and client-focused. Our practice follows the Psychology Board of Australia’s Code of Conduct, ensuring care that’s ethical, culturally safe, and client-centred. Read more here: About Us
3. Crisis Support
We are not a crisis service. If you are in immediate danger, call 000.
Other supports:
- Lifeline: 13 11 14
- Beyond Blue: 1300 22 4636
Full list here: Crisis Information
4. Getting Here
Find directions, parking, and transport info here: Contact Us
Accessibility:
We embrace and support individuals of all bodies and abilities. Some rooms have one or two steps, but we have portable ramps ready to assist. Please contact us if you have specific accessibility needs so we can make sure your visit is comfortable.
5. Door Access
- The code will be sent by email and SMS reminder.
- Try the door first, and if it is locked, use the code provided.
For after-hours appointments, you may need a door code.
6. Appointments
Book an appointment
You can book online: Online Bookings
Rescheduling or cancelling an appointment
To reschedule or cancel, click the Appointment Link in the appointment email we sent you, OR alternatively call or email us.
Reminders
You’ll receive a courtesy reminder email 5 days before your appointment, and a reminder text 24 hours prior.
Therapy Boundaries
All sessions are provided within professional and ethical boundaries as defined by the Psychology Board of Australia’s Code of Conduct. If you have any concerns about your experience, please speak with your psychologist or contact our clinic director.
7. Cancellation List
If you have asked to be on our cancellation list, here’s what to expect:
- We will call you (03 9122 5254) or send an SMS if a spot opens.
- Spot’s open generally right before our cancellation policy period (48 hours).
- If we do not hear from you promptly, we will move to the next client on the list.
8. Fees & Billing
- All fees must be paid at the time of consultation.
- Payments are processed at the front desk or automatically at 8:30pm each day.
- Medicare can be processed on your behalf.
- We will automatically send paid invoices for those claiming private health rebates.
Out-of-hours appointments:
We offer appointments at 8am, and at 5pm, 6pm, and 7pm. These carry an additional $40 fee. Please contact admin to confirm if your psychologist offers these times.
Fee Transparency
Fees are consistent across clients and services. You’ll always be informed of the current rate, any applicable surcharges, and any future changes before they apply.
9. Cancellation Policy
We require 72 hours notice for all cancellations.
- Late cancellations or missed appointments will incur the full fee.
- Fees are charged to your stored payment method.
For full information about our Cancellation Policy and why it is in place, visit our Term’s & Conditions.
10. Medicare Rebates
We process Medicare rebates for you after your session. Once actioned by our admin staff, these generally take 24 hours to process into your account.
You will receive reminders when you have one session remaining on your Mental Health Care Plan.
11. Medical Certificates
Medical certificates are only provided if:
- You have been thoroughly assessed by your clinician.
- The certificate relates only to the condition assessed.
- Certificates cannot be back-dated (this is illegal).
12. Referrals (for GPs)
Referrals can be sent to:
Make Lemonade Psychology
130 Johnston Street, Fitzroy VIC 3065
Phone: 03 9122 5254
Fax: 03 9125 5850
Email: hello@makelemonade.com.au
Web: makelemonade.com.au
13. Privacy
We keep your information private and secure in line with Australian law and professional standards. Make Lemonade Psychology adheres to the Psychology Board of Australia Code of Conduct (effective 1 December 2025), which outlines national expectations for confidentiality, data security, and client safety. Read the full policy here: Privacy Policy
14. Terms & Conditions
By attending our clinic, you agree to our general terms, including attendance, payment, and respectful behaviour. Read the full terms here: Terms and Conditions
15. Communication
You can reach us by phone, email, or through our website. We aim to respond within 1–2 business days. Please note: we cannot provide clinical advice by email or SMS.
16. Client Rights & Responsibilities
As a client, you have the right to:
- A safe and respectful environment
- Confidentiality of your personal information
- Evidence-based care
Your responsibilities include:
- Respecting staff and other clients
- Attending appointments on time
- Paying fees when due
We are committed to upholding your rights under the Psychology Board of Australia’s Code of Conduct. This includes your right to safe, respectful, and evidence-based care.
17. Feedback & Complaints
We welcome feedback. You can provide it by email, phone, or our online form.
If you’re not satisfied with how we handle a concern, you may contact the Australian Health Practitioner Regulation Agency (AHPRA) or the Psychology Board of Australia for independent review. Visit http://www.ahpra.gov.au for details.
